Director, Destination Experiences

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards

The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Director, Destination Experiences is directly responsible for the review and recommendations of the existing and future Destination experiences program including Shorex Excursions & Events, Land Programs, Private Beach Experiences, Destination Hospitality Services, and Shuttles. With an innate knowledge of what “true luxury” means and a deep understanding of the affluent luxury traveler, this leader will bring insights and connections into the world of personalized and curated ultra-luxury travel experiences. Leveraging this expertise, the Director, of Destination Experiences will propel forward and support the team’s ability to deliver highly relevant and uniquely differentiated destination experiences to our guests.

Essential Functions

• Partner closely with stakeholders to co-own the day-to-day development of all guest journey programs and product evolution.
• Partner closely with Hotel Operations Leadership to ensure the successful execution of relevant and curated shoreside experiences, in line with operational feasibility and port capabilities. Leads the audit and review of delivered experiences to ensure relevant product enhancements and evolution.
• Support the development and ongoing delivery of all shoreside partners' “luxe” training including Ground Operators, Tour Operators, and Program Partners.
• Build upon brand property relationships to curate and design a knowledge desk of luxury destination insights for our onboard and shoreside Concierge teams.
• With the guidance of the Chief Product Officer and SVP, Destination Experiences, influence and collaborate on the holistic customer journey through the luxury lens, pre-cruise and onboard, at the voyage level for all Land Programs - including shore excursions, marquee events, pre-and post-customer experiences and overland programs.
• A key contributor in the development of the guest journey narrative, in partnership with our marketing and reservations teams, to ensure the brand voice is represented in all aspects of the destination experiences in view and carefully communicated to our teams in the field.
• Ensure Destination Experience offerings are meaningful and relevant, with an on-brand delivery through to execution. Monitor all relevant data points to ensure relevance and consistent impact and improvement to the overall guest experience.
• Leverage and optimize a network of luxury tour operators to ensure a program that covers all elements of the luxury experience. Conduct regular audits and experience reviews to ensure an on-brand experience with the luxury affluent traveler in mind.
• Seek out opportunities, where possible, to create synergies with all relevant Marriott Luxury properties ensuring a personalized and tailored brand journey for guests throughout their vacation experience.
• Work to establish a footprint of charitable foundation partners where mutual synergies could provide opportunities to curate global community experiences that magnify the power of the brand while strengthening the focus on curated enrichment.
• Responsible for scoping out and developing Beach Event experiences. Partner with the Product Development team to assist in seamless contract negotiations, venue booking, program development, and frictionless hand-over for operational execution.
• Collaborate with the Product Development team to build a strong network of global marque land-based event venues and experiences, including the creation of ultra-luxe guest land experiences.
• Participate in the development of the Deployment and Voyage Planning strategy, ensuring a “best in class” luxury Land Program offering.
• Visibility of the department’s budget process.
• Entrepreneurial in strategy to deliver and exceed onboard PPD goals and objectives, in line with the company's strategic plan.
• Ensure shore excursions, destination inquiries, and escalations from direct guests, travel agents, reservation agents, and MICE are delivered and resolved promptly and within brand expectations.
  
  

Competency

Education

• Bachelor’s degree in hospitality, travel, or equivalent.
  
  

Skills & Experience

• Minimum 15 years of luxury travel experience
• Knowledge of global luxury destinations with an emphasis on expertise in Asian destinations preferred
• Experience in Luxury Cruise and/or Luxury Tour Operator programs required
• Expert-level experience in luxury travel markets and personalized services
• Deep knowledge of the destinations and expertise in setting up complex destination experience programs
• Ability to understand guest preferences and translate them into a relevant, luxury product offering
• Understanding and anticipating global destination experience trends
• A strong network of contacts in luxury travel
• Strong analytical skills with extreme attention to detail
• Organized, structured, and highly data-driven
• Superior verbal and written communication and customer service skills
• Strongly oriented towards guest satisfaction and curious to always raise the bar on guest experience
• Ability to work in a fast-paced, deadline-oriented environment
• Ability to maintain positive, pleasant behavior while engaging guests and tour operators
• Ability to solve problematic situations in a quick, efficient manner
• Proficiency in Microsoft Office and Project Management software.
  
  

Work Environment

• Hybrid, working in a typical office environment
• Traveling may be required, including internationally
• The position frequently requires working additional time outside of normal business hours.
  
  

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.